Question

You are a customer service provider. When the telephone rings ____.

1) wait at least 5 minutes so the caller will know you are busy
2) answer it quickly even though you are still eating lunch
3) clear your head, focus on the telephone and answer professionally and cheerfully
4) look over at a colleague and nod to them to answer it

Answer 1

The correct action as a customer service provider when the telephone rings is to clear your head and answer the phone professionally and cheerfully. Demonstrating respect, a positive attitude, and effective communication are key to providing excellent customer service. Hence, the correct answer is option (3).

Step-by-step explanation:

As a customer service provider, it's important to maintain a professional appearance and to treat everyone with respect. When the telephone rings, the most appropriate action to take is to clear your head, focus on the telephone and answer professionally and cheerfully. This demonstrates that you are focused and committed to providing excellent customer service. It's also essential to demonstrate a positive attitude and enthusiasm, and to speak slowly and clearly to ensure communication is effective.

Respect for your role and colleagues also means returning promptly from any break and remaining until the end of your shift. Moreover, respecting the authority of your manager and supporting the company's goals are key components of being a team player.

In the context of customer service, being time-conscious and courteous, such as when to place a napkin on your lap at a dining table or how long to wait on hold, correlate with timely and professional responses to customer calls.